Abstract:

All firms in the service sector such as hotels are required to provide better and quality service opposite increasing competition. How good is the service function of success of a business, but to what extent the fulfillment of the expectations of the costumer depends on the function. This is in a sense a measure of how satisfied you are with the service. SERVQUAL scale is a method used to measure the quality of service. In this study, with the help of SERVQUAL method of operation of a service (hotel) costumers who purchase service were expected and perceived service quality. The purpose of this study, customers who purchase a service operation of the service was to examine whether the difference between expected and perceived service quality. Looking at the scores according to the severity of heights customers with the highest value is observed that the size of food portion size. This is the size of the security department, respectively, followed by housekeeping department and front desk services department. As a result of the analysis, the average customer service for all sizes the differences between perceived and expected service quality achieved is concluded that the ideal of all sizes are examined.

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